The Bottom Line

Guest presenter Stephanie Flanders discusses the future of the airline industry with Stelios Haji-Ioannou, chairman of Easygroup Ltd and founder of Easyjet, Lord Digby Jones, business entrepreneur and former director of the CBI, and Steve Ridgway, chief executive of Virgin Atlantic Airways. She also asks why the machine is taking over? When people are driven mad by automated services, why is it getting harder to find a real person to help with bookings, shopping or customer services?